Blue Cross Blue Shield of Arizona
Phoenix, Arizona, United States
IT Service Desk Technician
Job Description
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
- Provides technical support to resolve computer problems for customers in person, via telephone or from remote location.
REQUIRED QUALIFICATIONS
Required Work Experience
Experience troubleshooting hardware, software and networks, in a windows environment
- Level 1 - 1 years
- Level 2 - 2 years
- Level 3 - 3 years
- Level 4 - 4 years
- Level 5 - 5 years
Experience with thin client software and systems
- Level 2 - 1 years
- Level 3 - 2 years
- Level 4 - 3 years
- Level 5 - 4 years
Experience deploying software to desktops/servers using automated software and deployment tools
- Level 2 - 1 years
- Level 3 - 2 years
- Level 4 - 3 years
- Level 5 - 5 years
Systems integration experience in a large complex organization
- Level 3 - 1 years
- Level 4 - 2 years
- Level 5 - 3 years
Experience in project management
- Level 4 - 1 years
- Level 5 - 1 years
Required Education
- High-School Diploma or GED in general field of study (All Levels)
Required Licenses
- N/A
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
Experience troubleshooting hardware, software and networks, in a windows environment
- Level 1 - 3 years
- Level 2 - 4 years
- Level 3 - 5 years
- Level 4 - 7 years
- Level 5 - 10 years
Experience with thin client software and systems
- Level 2 - 3 years
- Level 3 - 4 years
- Level 4 - 5 years
- Level 5 - 7 years
Experience deploying software to desktops/servers using automated software and deployment tools
- Level 2 - 2 years
- Level 3 - 3 years
- Level 4 - 5 years
- Level 5 - 7 years
Systems integration experience in a large complex organization
- Level 3 - 3 years
- Level 4 - 5 years
- Level 5 - 7 years
Experience in project management
- Level 4 - 2 year
- Level 5 - 3 years
Preferred Education
- Bachelors Degree in Computer Science, Information Systems, Business, or related field (All Levels)
- N/A
- Microsoft MCSA, MCSE, MCSM Certification, or exams toward certification
- Certifications: CCA, VCP, MCSA, MCSM
Level 1 - Entry-level role; Performs job functions under close supervision or peer review
- Answer and record IT support calls in support database
- Provide tier-one support for service desk calls
- Conduct initial research and documentation of calls
- Troubleshoot and resolve routine computer, laptop, thin client, printer and Local Area Network problems or escalate
- Analyze information and evaluate results to ensure appropriate resolutions to problems
- Initiate call escalation when scope of call falls into IT Technical Services
- Assist in supporting the IT technical support library
- Refer software problems or defective product information to lead when necessary
- Create and tailor reports from Help Desk tracking system for all dependent departments
- Create or update documentation for standard operating procedures
- Provide information to management and co-team members by telephone, in written form, e-mail or in person
- Responsible for completion of assigned projects including meeting deadlines; provide documentation for procedures
Level 2 - Performs job functions with general supervision and peer review
- Research, analyze, track and resolve more complex problems
- Participate on small-scoped projects
Level 3 - Performs job functions with moderate supervision
- Research, analyze, track and resolve moderately complex problems; review related information to develop and evaluate options and implement solutions
- Work with Server Services and Network Services during server upgrades to test software upgrades
- Ensure the department leverages internal tools and applications effectively
- Participate on or lead medium-scoped projects
Level 4 - Performs job functions with minimal supervision
- Facilitate and/or create new procedures and processes that support advancing technologies or capabilities
- Research, analyze, track and resolve complex problems
- Monitor service and incident requests and initiate requests as appropriate to help reduce number of calls
- Use experience and seasoned judgment to suggest approaches that optimize customer needs, business constraints, and technological realities
- Evaluate high-level project information and assess project components to forecast work effort required
- Provide peer-level review and mentoring to levels 1 and 2
- Participate and/or lead large- or complex-technical projects
- Create complex ad-hoc reports for internal usage and external usage
- Develop programs, time estimates, and project schedules based on prioritization and business requirements
Level 5 - Performs job functions in a lead capacity
- Act as primary operational contact for internal and external customers when needed / in the absence of manager
- Ensure Service Level Agreements between department and operational or technical areas are met
- Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams; Provide timely feedback to team member on performance
- Inform manager of issues impacting department performance including system, resource, and informational barriers
ALL LEVELS
- Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
- Perform all other duties as assigned
REQUIRED COMPETENCIES
Required Job Skills (Applies to All Levels)
- Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
- Advanced PC proficiency
- Basic proficiency in spreadsheet, database, flow charting, and word processing software
- Working knowledge of Service Now or other ticketing systems
- Working knowledge of AD (Active Directory)
- Advanced knowledge of computer operating systems
- Knowledge of Multi-Factor Authentication technologies
- Knowledge and experience with Virtual Desktop Environments
- Knowledge and experience with VPN and network troubleshooting
- Knowledge and experience with telephony systems
Required Professional Competencies (Applies to All Levels)
- Strong analytical skills to support independent and effective decisions
- Ability to document, research, track, and resolve user inquiries and problems
- Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
- Perseverance in the face of resistance or setbacks
- Effective interpersonal skills and ability to maintain positive working relationship with others
- Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Systems research and analysis. Ability to write and present business documentation. (Applies to Levels 4 - 5)
- Demonstrated ability to stay current on software trends and innovations
- Experience working with and managing third parties (Applies to Levels 3 - 5)
- Ability to maintain confidentiality and privacy
- Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
Required Leadership Experience and Competencies
- Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 5)
- Build synergy with a diverse team in an ever changing environment. (Applies to Levels 4 - 5)
PREFERRED COMPETENCIES
Preferred Job Skills (Applies to All Levels)
- Knowledge of HIPAA regulations
- Advanced proficiency in spreadsheet, database, flow charting, and word processing software
- Advanced Knowledge of WSUS
- Expert knowledge of computer operating systems
- Advanced knowledge of active directory
Preferred Professional Competencies (Applies to All Levels)
- Advanced systems research and analysis expertise
- Impeccable project management skills
- Solid technical ability and problem-solving skills
- Knowledge of internal departments and operations
Preferred Leadership Experience and Competencies (Applies to Levels 4 - 5)
- Ability to provide mentoring and peer review to junior team members
- Ability to build lesson plans and deliver lessons to junior team members
Our Commitment
AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.